Do Your Answers Make Patients Feel Unsafe About Sharing Their Health Information?

As dental practices embrace technology at an increasing rate, the question of data security has become more pressing. Every day there seems to be another cyber attack, many of which are targeting healthcare.

Patients are more aware than ever of the risks associated with data breaches and are starting ask their healthcare providers, "What are you doing to protect my information?"

In Canada, concerns about privacy and data security in healthcare are significant. According to a 2021 survey by the Canadian Medical Association (CMA), about 8% of Canadians admitted to withholding information from their healthcare providers due to fears about the security and privacy of their personal health information.

Privacy Commissioner of Canada - 87% of Canadians expressed concerns about the protection of their personal information.

Furthermore, a survey by the Office of the Privacy Commissioner of Canada (OPC) found that 87% of Canadians expressed concerns about the protection of their personal information, with many taking proactive steps to protect their privacy, such as refusing to provide personal information to organizations. This general anxiety about data security extends to healthcare settings, indicating that privacy concerns are a critical issue for many patients.

Over the years, we've asked dental practices this very question. While the answers varied, we've noticed a recurring theme: many responses, while well-intentioned, are often inadequate. Below, we explore some of the most common responses we've encountered and explain why they may not be enough to truly protect patient data.

Common, But Inadequate Responses:

1. “Don’t worry, we’ve got it covered.” Why Inadequate: This response is too vague and doesn’t offer any specifics about the measures in place to protect patient data. Patients deserve to know more than just a blanket reassurance.
2. “We use passwords on everything.” Why Inadequate: Passwords are a basic security measure, but they’re not foolproof. Without strong, unique passwords and additional layers of security, this approach falls short.
3. “Our IT guy takes care of that.” Why Inadequate: Delegating cybersecurity entirely to an IT professional without understanding the specifics can lead to gaps in security. Cybersecurity is a team effort, and everyone in the practice should be involved.
4. “We haven’t had a problem yet, so we must be doing something right.” Why Inadequate: Just because a practice hasn’t experienced a breach yet doesn’t mean it’s secure. This response is reactive, not proactive, and doesn’t account for emerging threats.
5. “We use antivirus software.” Why Inadequate: Antivirus software is important, but it’s only one piece of the puzzle. Comprehensive cybersecurity requires a multifaceted approach that includes firewalls, encryption, and ongoing monitoring.
6. “We have a privacy policy in place.” Why Lacking: A privacy policy is a good start, but it’s only effective if it’s actively implemented and regularly updated to address new threats.
7. “We use secure systems.” Why Lacking: This response doesn’t provide enough detail. Patients want to know what makes the systems secure—encryption, access controls, and regular security audits are just a few of the measures that should be mentioned.
8. “We backup your data regularly.” Why Lacking: Regular backups are essential, but what about the security of those backups? Are they encrypted and stored securely? Patients need to know.

Building Patient Trust - Better Responses:

1. “We work with a specialized cybersecurity company that focuses on protecting dental practices.” Why Better: This response highlights that the practice is taking cybersecurity seriously by bringing in experts who understand the unique risks of the dental industry.
2. “Our staff undergoes continuous cybersecurity training to stay aware of new threats.” Why Better: Ongoing training shows a proactive approach to security, ensuring that all staff members are up to date with the latest best practices.
3. “We have a robust data backup and disaster recovery plan to ensure your information is protected even in case of an emergency.” Why Better: This response reassures patients that their data is not only backed up but also protected and recoverable in the event of a disaster.
4. “We regularly update our software and systems to protect against the latest threats.” Why Better: This shows active management and a commitment to keeping systems secure against new vulnerabilities.
5. “We use multi-factor authentication to ensure only authorized personnel can access your information.” Why Better: Multi-factor authentication adds a crucial layer of security that goes beyond just passwords.

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Data Privacy & Security as a Competitive Advantage

Today, patient safety and patient trust are tied tightly to the security of their most sacred information, that which is in their personal health records. Imagine how comfortable they will feel if you are demonstrating that you protect their data with the same vigilance as their oral health?

The responses we've gathered over the years highlight a significant gap in how dental practices communicate their data protection efforts. While many practices are taking steps to secure patient information, the way they communicate these efforts can leave patients feeling uncomfortable, or even scared. Patients deserve clear, detailed explanations that build trust and confidence in the practice's ability to protect their sensitive information.

By understanding the limitations of common responses and striving for more comprehensive answers, dental practices can improve not only their cybersecurity posture but also their patient relationships. In an era where data breaches are increasingly common, being transparent and proactive about data protection is not just a best practice—it's a competitive advantage.

Finally, if you're not sure about the security safeguards you have in place, Myla can help. A security risk assessment, (required in most provinces) is the fastest and most comprehensive way to find your security gaps and vulnerabilities. No matter what dental software you're using, you'll always have security holes that need fixing. Learn more about how this helps Canadian dentists by visiting https://myla.training/risk-assessment/

Together we Can Make dentistry Safer Online!